Ai Delivery Director - Enterprise Programs

A2It Technology; Lisboa; Híbrido; EUR 18 000 - 28 000; Tempo integral

Resumo da oferta

A2It Technology procura um Analista de Qualidade para monitorar, avaliar e auditar chamadas, chat e email, assegurando conformidade com padrões de qualidade. Participará de sessões de calibração e manterá base de conhecimento do programa.

É essencial manter comunicação eficaz, detalhar resultados e cumprir prazos, com disponibilidade para formações e trabalho híbrido.

Qualificações

• Requisitos: atenção a detalhes, capacidade de multi-tarefa; cumprimento de prazos.
• Comunicação eficaz, escrita e verbal.
• Conhecimento básico de ferramentas de escritório e processos de auditoria de qualidade.

Responsabilidades

• Monitorar, avaliar e auditar chamadas recebidas e/ou enviadas, bem como chat e email.
• Relatar resultados de avaliações a stakeholders de qualidade e operações.
• Participar em sessões de calibração para manter padrões de pontuação.

Conhecimentos

Português (PT) C1

Espanhol (SP) C1

Inglês (EN) C1

Formação académica

Associates Degree

Ferramentas

Microsoft Office

Descrição da oferta de emprego

Descrição do cargo

• As a temporary or training assignment, aligned with respective Agent CL11 of respective account, monitor, evaluate and / or audit a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Meet departmental productivity requirements (e.G. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
• Maintain strong program knowledge base;
  basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners);
  Complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Candidate Profile:

• Associate's Degree in related field from a four-year college or university with 1 - 3 Years of Experience preferred.
• Detail-oriented.
• Ability to multi-task and meet timelines on deliverables.
• Proficient in Microsoft Office.
• Effective communication skills, both written and verbal.
• Language requirements (mandatory): SP C1 + PT C1 + EN C1

Eligibility Criteria for Internal Candidates:

• Current job tenure: at least 6 months in Concentrix
• Exemplary record: no sanctions in the last 6 months AND less than 5% unjustified absenteeism in the last 6 months - no sanctions in the last 6 months.
• Achievement of objectives: more than 85% of project performance objectives met during the last 3 months
• Language(s): languages with proficiency levels - SP C1 + PT C1+ EN C1 mandatory
• Work arrangement: Hybrid

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